The Community Club

Discussion on: Measuring Time to Response & Resolution

laurenfaye512 profile image
Lauren Clevenger✨ Author

Yes! I've seen the Feverbee analysis too! I think 18 hours is likely going to be our benchmark for average time to first response -- unless I hear something widely different from other community leaders out there! ;)

Also, I totally agree with you on Slack. At its core, Slack is a chat tool and meant to be more synchronous and in the moment. If a post goes without a response for a couple of hours, it can really make the community feel like a ghost town. Larger forums/community platforms have an expectation of being more asynchronous, I think. This is what makes the 18-hour window feel attentive and quick, without waiting too long.